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(HTCC-28167)
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=ListenIn=
 
=ListenIn=
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__NOTOC__
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__NOTOC__This operation is part of the [[VoiceAPI|Voice API ]] section of the [[Welcome|Web Services API ]].
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This operation is part of the [[VoiceAPI|Voice API]] section of the [[Welcome|Web Services API]].
 
 
==Overview==
 
==Overview==
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Configures silent monitoring of the target agent device. After sending this request, Web Services delivers a [[CallsMessageType#DeviceStateChangeMessage|DeviceStateChangeMessage]] confirming the change to the supervisor monitoring state. When the monitored agent receives a call, that supervisor is also delivered the call and can listen in silently.
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Configures silent monitoring of the target agent device. After sending this request, Web Services delivers a [[CallsMessageType#DeviceStateChangeMessage|DeviceStateChangeMessage ]] confirming the change to the supervisor monitoring state. When the monitored agent receives a call, that supervisor is also delivered the call and can listen in silently.
 
{|
 
{|
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! Request URL
 
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| /api/v2/me/devices/''{id}''
 
 
|-
 
|-
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! HTTP method
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!|Request URL
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| POST
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||/api/v2/me/devices/''{id}''
 
|-
 
|-
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! Required features
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!|HTTP method
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| api-voice, api-supervisor-monitoring
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||POST
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|-
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!|Required features
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||api-voice, api-supervisor-monitoring
 
|}
 
|}
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==Parameters==
 
==Parameters==
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{|
 
{|
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! Parameter
 
−
! Value
 
 
|-
 
|-
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| operationName
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!|Parameter
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| ListenIn
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!|Value
 
|-
 
|-
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| targetDeviceUri
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||operationName
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| The URI of the device to monitor.
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||ListenIn
 
|-
 
|-
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| supervisorMonitoringScope
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||targetDeviceUri
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| This optional parameter specifies the scope of monitoring:
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||The URI of the device to monitor.
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*Agent — Only activity for the target agent is monitored. If the monitored agent transfers the call to another agent, the supervisor is released from the call with the agent.
 
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*Call — The supervisor monitors the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor continues to monitor as the customer is serviced by the new agent.
 
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If not specified, Call is the default.
 
 
|-
 
|-
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| supervisorMonitoringMode
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||supervisorMonitoringScope
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| This optional parameter specifies the monitoring mode:
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||This optional parameter specifies the scope of monitoring:
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*NextCall — Monitor only the next call the agent receives, then stop monitoring.
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*AllCalls — Monitoring all agent calls until monitoring is cancelled.
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<div><div>
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If not specified, AllCalls is the default.
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* Agent — Only activity for the target agent is monitored. If the monitored agent transfers the call to another agent, the supervisor is released from the call with the agent.
 +
* Call — The supervisor monitors the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor continues to monitor as the customer is serviced by the new agent.If not specified, Call is the default.
 +
</div></div>
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|-
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||supervisorMonitoringMode
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||This optional parameter specifies the monitoring mode:
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* NextCall — Monitor only the next call the agent receives, then stop monitoring.
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* AllCalls — Monitoring all agent calls until monitoring is cancelled.If not specified, AllCalls is the default.
 +
 
 +
 
 +
 
 +
|-
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||phoneNumber
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||The routing point phone number.
 
|}
 
|}
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==Sample==
 
==Sample==
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{
 
{
 
   "operationName": "ListenIn",
 
   "operationName": "ListenIn",
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   "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
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   "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224",
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"phoneNumber": "<routing_point_phone_number>"
 
}
 
}
 
</source>
 
</source>
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           "mode": "AllCalls",
 
           "mode": "AllCalls",
 
           "scope": "Call",
 
           "scope": "Call",
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           "targetDeviceUri": "http://127.0.0.1:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
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           "targetDeviceUri": "http://127.0.0.1:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224",
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      "phoneNumber": "<routing_point_phone_number",
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      "switchName": "<routing_point_switch_name"
 
         }
 
         }
 
       }
 
       }
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</source>
 
</source>
  
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[[Category:V:HTCC:8.5.2DRAFT]]
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[[Category:V:HTCC:8.5.2DRAFT|Category:V:HTCC:8.5.2DRAFT ]]

Revision as of 11:36, April 9, 2018

ListenIn

This operation is part of the Voice API section of the Web Services API .

Overview

Configures silent monitoring of the target agent device. After sending this request, Web Services delivers a DeviceStateChangeMessage confirming the change to the supervisor monitoring state. When the monitored agent receives a call, that supervisor is also delivered the call and can listen in silently.

Request URL /api/v2/me/devices/{id}
HTTP method POST
Required features api-voice, api-supervisor-monitoring


Parameters

Parameter Value
operationName ListenIn
targetDeviceUri The URI of the device to monitor.
supervisorMonitoringScope This optional parameter specifies the scope of monitoring:
  • Agent — Only activity for the target agent is monitored. If the monitored agent transfers the call to another agent, the supervisor is released from the call with the agent.
  • Call — The supervisor monitors the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor continues to monitor as the customer is serviced by the new agent.If not specified, Call is the default.
supervisorMonitoringMode This optional parameter specifies the monitoring mode:
  • NextCall — Monitor only the next call the agent receives, then stop monitoring.
  • AllCalls — Monitoring all agent calls until monitoring is cancelled.If not specified, AllCalls is the default.


phoneNumber The routing point phone number.


Sample

Request

POST api/v2/me/devices/efe1ab32-53f9-43ce-b65e-5768c61f7d4a
{
  "operationName": "ListenIn",
  "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224",
"phoneNumber": "<routing_point_phone_number>"
}

HTTP response

{
  "statusCode": 0
}

CometD notification

{
  "data": {
    "messageType": "DeviceStateChangeMessage",
    "devices": [
      {
        "id": "efe1ab32-53f9-43ce-b65e-5768c61f7d4a",
        "deviceState": "Active",
        "userState": {
          "id": "900D55CC-2BB0-431F-8BF9-D3525B383BE6",
          "displayName": "Not Ready",
          "state": "NotReady"
        },
        "phoneNumber": "5005",
        "e164Number": "5005",
        "telephonyNetwork": "Private",
        "doNotDisturb": "On",
        "voiceEnvironmentUri": "http://127.0.0.1:8080/api/v2/voice-environments/370ef5e6-9e3c-4d91-9588-7f4dfe67e011",
        "capabilities": [
          "ForwardCallsOn",
          "DoNotDisturbOff",
          "ListenIn",
          "Coach",
          "BargeIn",
          "CancelSupervisorMonitoring"
        ],
        "supervisorMonitoringState": {
          "state": "ListenIn",
          "mode": "AllCalls",
          "scope": "Call",
          "targetDeviceUri": "http://127.0.0.1:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224",
       "phoneNumber": "<routing_point_phone_number",
       "switchName": "<routing_point_switch_name"
        }
      }
    ]
  },
  "channel": "/v2/me/devices"
}
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